Sign in

Reply to a customer with text

An Operator types a text reply in the composer and sends it to the customer over the conversation's channel.

When this happens: Operator types in the composer and clicks Send (or presses Enter).

Step by step

  1. 1

    Open the conversation with *Elena Vasiliu* and clicks the composer.

  2. 2

    Types Your order ships tomorrow, Ill send the tracking number as soon as its available.

  3. 3

    Click Send.

    EasyCRM checks the body against the channel's capability declaration (length, free-form eligibility). EasyCRM creates a Message (Text, Sending) and clears the composer. Enters the outbound pipeline: ChannelSendJob dispatches to WhatsApp; on acceptance sets Sent. EasyCRM updates Conversation.LastInteractionAt and LastMessagePreview.

Other paths

Delivered and read receipts

The provider later confirms delivery and, where supported, that the customer read it. DeliveryStatus advances to Delivered then Read, shown as ticks on the message.

If something goes wrong

Free-form send not permitted

If the channel requires a template or its window has expired. The send is rejected; the composer shows the reason and the draft text is kept.

Provider rejects the send

If the provider rejects the message. Failed with the provider's error; the message stays visible with a Resend action.

Good to know

  • Every outbound send is re-validated server-side against the same capability declaration the composer used to decide what to show.
  • A Failed send never counts as a valid response in KPIs. (FR-25-007; UC-8.12)